Duolian Refund Policy

1. Scope

This policy applies to digital product orders placed directly on the Duolian website, including:

• one-time Starter Pack purchases;
• website subscription charges, including the first paid charge and renewals;
• website orders processed through Paddle or another authorized payment partner.

If you purchased through Apple App Store, another app marketplace, or a third-party platform, the refund rules shown by that platform or billing flow control the transaction.

2. Website order refund rules

1. Unless required by applicable law, approved by Paddle, or caused by a material technical delivery issue, website transactions are non-refundable and non-exchangeable.
2. Paddle may review refund requests under its official Refund Policy. Refunds may be declined where there is evidence of fraud, refund abuse, or manipulative behaviour.
3. If a refund is granted, access to the related product or subscription may stop.

3. Statutory withdrawal rights

Consumers in some territories may have mandatory withdrawal or refund rights. Under Paddle's current published policy:

• EU / EEA / Switzerland / UK: usually 14 days for one-time purchases and the first payment under a subscription. If a subscription includes a free trial, a new 14-day period starts when the trial converts into the first paid charge.
• UK annual subscriptions: a new 14-day withdrawal window may apply when the subscription auto-renews for another year.
• Turkey / Israel: usually 14 days.
• South Korea / Brazil / China / Canada: usually 7 days.
• Singapore: usually 5 days.

If you expressly agreed to immediate supply of digital content and that content has already started being downloaded, streamed, or used, the relevant withdrawal right may no longer apply.

4. Technical issues and delivery failures

1. If you experience persistent technical issues, or a material defect prevents access to the core features described for the product, contact support@duolian.cc first.
2. If the issue cannot be resolved, you may also submit the case to Paddle and include details of the problem, how it reproduces, and any response you received from us.
3. Where there is a material technical delivery problem or product defect, any refund or replacement remedy is handled under applicable law and Paddle's official policy.

5. Subscription cancellation

1. Website subscriptions renew automatically as described at checkout until you cancel them.
2. You can cancel at any time with effect from the end of the current billing period, and no future renewal charge will be taken after that.
3. Even if a transaction is not eligible for a refund, you can still cancel the subscription to prevent future billing.

6. How to request a refund

1. Start with the “View receipt” or “Manage subscription” link in your transaction email.
2. Or go to paddle.net and choose “Request refund”.
3. If eligible, the refund is usually sent back through the same payment method where possible and processed within 14 days of approval.
4. Paddle may use transaction records to verify timing and eligibility, but those records do not override your statutory rights.

7. App Store purchases

Subscriptions, in-app purchases, or auto-renewing products purchased through Apple App Store are billed, refunded, and managed by Apple. You must request any refund directly through Apple's billing system. We cannot force Apple to issue a refund on your behalf.

8. Contact us